Returns & refunds

Contact jurie24102@gmail.com with your request reference, the item and the reason for your request. Photos help assess damage or a fault, but don't replace your legal rights. I'll confirm the return arrangements before you bring or send anything back.

Before your order is confirmed

An order request isn't a purchase. You can cancel it at no cost any time before we've agreed the order and you've paid.

Change of mind on qualifying online purchases

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel without giving a reason within seven days after receiving the goods. The only charge is the direct cost of returning them. Payments for a qualifying cancellation are refunded within 30 days of cancellation.

This cooling-off right has statutory exceptions, including goods made to your specifications or clearly personalised. A piece being handmade doesn't by itself make it personalised. Any relevant exception will be explained on the listing or agreed before a custom order.

Faulty, unsafe or incorrect goods

If goods fail to meet the applicable Consumer Protection Act standards, the Act's remedies apply. Within its six-month implied-warranty period, qualifying faulty goods may be returned at the supplier's risk and expense, and you may choose repair, replacement or refund as the Act provides. Other statutory rights remain available where applicable.

Please tell me promptly if something is damaged or wrong when you collect it or it arrives. I don't impose a short notification deadline that removes statutory rights.

Refunds

Refunds are paid back the way you paid where possible. I'll tell you when a refund has been sent, as distinct from when it's been agreed.

No policy here limits a right provided by law.